\subsection{System Request}

\paragraph{Project Sponsor:}

Robert S. K. Marbrow-Benkinson - Managing Director, PC Gurus

\paragraph{Business Need:}

This project has been initiated in order to better serve the current clientele of PC-Gurus, by enabling them to register faults or initiate a callout through a web-enabled support system.

\paragraph{Business Requirement:}

Using the online system (or phone line if the internet is not functioning), customers should be able to log a `ticket' - i.e. an issue with their system. Each customer should have a unique identifier with which they login to the system. Once an issue has been raised, PC Gurus are able to decide whether the issue requires a technician to visit the site, or whether a it can be resolved over the phone. The functionality of the system should be as follows:

\begin{itemize}
	\item Customers should be able to log a ticket with PC-Gurus
	\item Customers should be able to view the status of an existing ticket
	\item Customers should be able to cancel an existing ticket
	\item Customers should be able to view all their outstanding tickets
	\item Customers should be able to view responses to their previous tickets
	\item Both PC Gurus staff and customers should be able to add comments to an issue - in order to communicate
\end{itemize}

\paragraph{Business Value:}

The system will improve customer satisfaction, allowing hassle-free instigation of callouts when required. Also, the system will save time in that PC Gurus staff can concentrate on solving the issues raised by customers, rather than recording and tracking them. The proposed system would require less staff to manage, and would therefore save PC Gurus money. Finally, the proposed system would be seen as an advantage over PC Gurus' competitors - and the business could be marketed accordingly, thus bringing in new custom. We therefore estimate that the business value to PC Gurus is as follows:

\begin{itemize}
	\item \textsterling3,500 in extra custom each month
\end{itemize}

\paragraph{Special Issues or Constraints:}

Upon implementation, the proposed system needs to work in tandem with the existing system for handling customer issues. This can be handled in a number of ways, but the end result needs to minimise disruption caused to the day-to-day business at PC Gurus.
